This chapter contains general guidelines for troubleshooting the Cisco 200 for Windows 95. It also contains a troubleshooting worksheet that lists the information you should have available when seeking technical assistance. This chapter contains the following sections:
For information about obtaining technical assistance with your Cisco product, refer to the Cisco Information Packet that shipped with your product.
The following list of guidelines will help ensure that the Cisco 200 will operate properly:
- When you run Setup or reconfigure a connection using the ISDN Connection Manager, do not enter any non-numeric characters in telephone number entry displays.
- Remember that the connecting router name is case sensitive. For example, if the router name is "Headquarters" with a capital letter H, your connecting router name should be entered as:
Headquarters
- not:
HEADQUARTERS
- The network Media Access Control (MAC) address must be unique on the network. Check with your system administrator.
- Select the correct ISDN protocol (for example, NI1).
- The ISDN Adapter must be firmly seated and properly connected, and the jumpers must be set correctly.
- Use a properly configured NT1 if your ISDN provider requires that you do so.
- Do not use a terminal adapter (TA); the ISDN Adapter has a built-in TA.
- Select the proper ISDN line speed (56 kbps or 64 kbps). Verify that the connecting router is also configured for this line speed.
- If you are using a 56 kbps ISDN line, the connecting router configuration should include the statement:
SERVICE=DATA56
- If you are using password authentication, make sure you are using the correct password. Remember, passwords are case sensitive.
- Enter the correct service profile identifier (SPID, directory name, or both), if required for your ISDN protocol.
- All phone numbers must be correct.
- Ensure that the network protocols you want to use are enabled. Use the Microsoft TCP/IP and/or IPX/SPX network protocols.
- Ensure that a dialer map is present and configured properly on the connecting router.
- If you cannot connect to your router, ensure that there are no duplicate network addresses. Addresses are usually assigned by the network administrator and must be unique within their network.
Before you contact your reseller or support services organization for technical assistance, complete the following Troubleshooting Worksheet. Support personnel will ask you to provide this information when you first contact them, and may ask you to fax this information.
Please print clearly.
Figure 2-1: Troubleshooting Worksheet
| Company Data
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| Company name
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| Contact
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| Phone, fax, or Internet address
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| PC
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| Manufacturer/Model
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| Type (486, Pentium, etc.)/speed (MHz)
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| Total amount of memory (RAM)
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| Operating System and version
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| (Windows 95, version 4.0, etc.)
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| ISDN Adapter
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| I/O port address, IRQ
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| Serial number
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| Connecting Router(s)
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| Model
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| Software version
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| NT1 (North America)
| Yes No
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| Manufacturer/Model
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| Miscellaneous
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| Network software type and version
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| Messages
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| Are there any messages in the call log file that relate to your problem?
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Yes No
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| If so, what is the exact wording of the message(s)?
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| Network Diagram
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On a separate sheet of paper, draw a diagram showing the configuration of your Cisco 200 network. Include the following:
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